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    The Five Key Elements That Drive Customer Experience | Mary Drummond, CMO, Worthix

    The Five Key Elements That Drive Customer Experience | Mary Drummond, CMO, Worthix

    FromCX Conversations

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    The Five Key Elements That Drive Customer Experience | Mary Drummond, CMO, Worthix

    FromCX Conversations

    ratings:
    Length:
    26 minutes
    Released:
    Apr 23, 2020
    Format:
    Podcast episode

    Description

    In this episode of Customer Service Secrets, Gabe talks with Mary Drummond. Mary is the CMO at Worthix, a customer survey company, and the host of a podcast called The Voices of Customer Experience. Mary has a wealth of knowledge on customer experience, exploring what the term "customer experience" should mean, and what we're missing within our current definition. Tune in to learn how social proof and brand identification fit into customer experience and learn five key factors that influence purchase decisions.Intro 0:11Trends and Problems Facing Customer Service Leaders 2:15Customer Experience Professionals Association 3:08Customer Expectations 10:08Customer Service vs. Customer Experience 11:065 Main Drivers: Purchase Discussions 17:43https://www.kustomer.com/
    Released:
    Apr 23, 2020
    Format:
    Podcast episode

    Titles in the series (100)

    The Customer Service Secrets podcast is devoted to sharing highly coveted secrets from customer service, customer support and customer experience professionals across industries. The host of this podcast, Gabe Larsen, the VP of Growth at Kustomer, shares his own experiences in the customer service and customer experience space, while also drawing on the knowledge of experts and thought leaders who are making strides in their various fields. Gabe has spent the majority of his career gaining knowledge of customer experience and applying it at companies such as Accenture, Goldman Sachs, Gallup, InsideSales.com, and Kustomer. The goal of this podcast is to give the listener knowledge that they can apply directly to their own career, regardless of their job title, in each and every episode.